How to review and handle frequency violation orders

The Frequency violations list records paid orders later identified as repeat purchases under a frequency rule. Use it to find orders that need a human review. A record does not mean the app canceled or refunded the order.

Review a violation

1. Open Settings / Preferences → Frequency violations → View frequency violations in the app.
2. Search by order or rule name; adjust the page size if needed.
3. Compare Violating order, Prior order, Rule, Frequency, Detected at, and Customer ID. Follow available order or customer links to Shopify Admin to confirm payment, items, and customer identity.
4. Read the Tag / Email status. pending means processing is outstanding, applied or sent means the respective action succeeded, failed means it failed, and skipped means the action was skipped. For a skipped email, check whether notifications are enabled and the address is verified.
5. Decide whether to contact the customer, cancel, or refund under your store policy, and perform any action manually in Shopify Admin.

Example: Two orders from the same customer

After setting Product A to once per customer per day, a test customer pays for orders #1001 and #1002 in two tabs almost simultaneously. If the second order is detected later, the list shows the violating order, earlier order, and matched rule. Check that both orders belong to the same customer and contain in-scope items before handling #1002. Configure alerts to help your team notice future records.

To retest a rule, start with the verification checklist and use the same signed-in customer account.